DOA claim process — Naim products

DOA claim process — Naim products

Overview

A Dead on Arrival (DOA) claim applies when a Naim product is faulty on first use or fails within the first 30 days of purchase. Before lodging a DOA claim, confirm the issue is a genuine fault and not a setup or configuration problem.

Step 1 — rule out setup issues first

Before assuming DOA, run through the following:

  • Is the unit correctly connected and powered on?
  • Has the Naim App been used to configure the device?
  • For streaming products: is the unit on the same Wi-Fi network as the control device?
  • For ND5 XS2 / NDX 2: is the analogue RCA output enabled in the Naim App? (Device > Settings > Outputs)
  • Has a factory reset been attempted?

If the issue persists after these checks, proceed with the DOA claim.

Step 2 — lodge a DOA ticket

  1. Open a support ticket at support.westan.com.au
  2. Select the Naim department
  3. Provide: model, serial number, date of purchase (Westan invoice or dealer invoice), description of fault, photos or video of the fault if possible

Step 3 — Westan assessment

Westan Naim support will review the claim and determine one of the following outcomes:

  • Approved — replacement: A replacement unit is dispatched. The dealer returns the faulty unit to Westan. A credit note (CNAU format) is issued once the faulty unit is received.
  • Approved — repair: Unit is sent for repair at Westan or an authorised service agent.
  • Rejected: Fault is found to be user-caused, out of warranty, or not reproducible. Westan will advise reason in writing.

Returning a faulty unit

  • Pack the unit carefully in its original box where possible
  • Include the Westan ticket number and contact details inside the box
  • Ship to: Westan Australia, U1, 191–195 Greens Road, Dandenong South VIC 3175
  • For NZ returns: coordinate with Westan NZ (chudson@westan.net.nz) for local lodgement

Credit note process

Once the faulty unit is received and confirmed at Westan, accounts will issue a credit note against the original invoice. Reference the CNAU credit number in all follow-up communications.

Contact

Naim AU/NZ support: naim.support@westan.com.au

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